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Review summary
Celebrity Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.
First time cruiser and made an error when I booked not realising that the cabin i chose had a connecting door.
Rang straight away to change cabin and was told it was a £50 per person charge.
Fortunately managed to do it on line for free.
Then requested 3 days after booking to transfer the reservation to a travel agent for better price and management. Was told this was only available within 2 days of booking and I was on day 3. Forums and website say 30 days !!
They reluctantly agreed to transfer to an agent but as a first time cruiser the whole experience has put me off Celebrity who appear to be nothing but money grabbers.
So disappointed in them.
Just got off Ascent - I want to go immediately back on board
This was my 9th ever cruise but my second cruise with celebrity. In an avid P&O cruiser but last year tried apex for the first time for a 4 day Cruise and booked ascent around Greece, Turkey and Malta. What an absolute incredible week, I want to go back on board immediately. The staff are just suburb, everyone is so friendly and the health protocols I.e washing signs before the Buffett are taken very seriously!!
The ship itself is gorgeous - I am an interior designer so I was in awe of the design, they have done a fantastic job!!
Counting down the weeks until I’m on Apex for 2 weeks Which I am super excited for! Once again celebrity is the best cruise line, hands down this has been my favourite cruise EVER, get me back on board now
Booked a guaranteed stateroom with a veranda. The one we were referred to was an infinity. We were allocated an obstructed view veranda with a porthole. To say we are fuming is an understatement! Clearly while they are auctioning off upgrades - they auctioned off our veranda cabin. Misleading customers.
Celebrity X Millennium.
We cruised with this cruise ship called Celebrity X Millennium in July 2025 around Japan this was the worst cruise ship we have ever cruised on it’s ready for the knackers yard it’s that old and worn, the food onboard was the worse quality of food we have ever tasted on a cruise ship no taste just very cheap quality, the entertainment was so poor absolutely rubbish, we was also ripped off by Celebrity X Cruises by selling us a Veranda Stateroom that turned out to be a partial view Veranda Stateroom with no apologies or any compensation absolutely disgusting service we have received from Celebrity X Cruises we would never ever cruise with Celebrity X Cruises again or ever recommend them so we would recommend not cruising with Celebrity X Cruise or cruise on the ship called Celebrity X Millennium.
Our Veranda Stateroom was 7023 on deck 7 don’t book this Veranda Stateroom unless you don’t mind a partial view with a massive steel column within the Veranda view but you will be charged as if the stateroom was a standard Veranda Stateroom with full clear scenic views mid-sold a standard Veranda Stateroom for a partial view stateroom and we have had absolutely disgusting customer service from Celebrity X Cruises.
Lack of customer service and management sorely lacking at Celebrity Cruises
This was our very first time on a cruise and had a wonderful time! My issue is with the terrible service afterwards and Celebrity cruises staff and 'management' lack of good judgement. I have nothing but great things to say about the staff on board the ship however the customer service and managers on land also represent Celebrity cruises and they are sorely lacking. In short, my complaint revolves around $30! I purchased the airport transfers when i originally bought the cruise. Once on board i learnt about the luggage airport service that Celebrity offers and decided to use that instead. Upon inquiring with the person at the excursion desk, they assured me that it was not a problem and that I would simply be refunded for the unused portion of the transfer voucher that I previously purchased. Perfect! Upon arriving at home i waited a bit and once I saw that the credit had not been issued I followed up . I called and spoke with a very rude gentlemen by the name of Joseph. I explained the situation and he asked how can I prove that i didnt use the service? Really?? It is very easy for him to find out that the service was used. Not to mention if i bought the luggage service how could i possibly use both? In any case, I did indeed have an UBER receipt showing that I had my own transportation so i ended my call with Joseph and sent an email again explaining the situation, included my UBER receipt and simply asked for my refund of $30 for the service that I did not use. I did not hear back so I followed up again and spoke to Jomar who then transferred me to Ivan and after an hour over the phone with Ivan and him going back and forth trying to rectify the situation, he comes back and advises me that there is nothing he could do.....I should have requested the refund either so many days before or up to 1 day after the cruise. REALLY?? I explained that the person at the shore excursion desk did not give me those instructions (and I have witnesses to that ). He said that there is nothing he could do, and nobody else I could speak. This is what his manager has advised him to do.............we are talking about $30 here and at this point it is the principle!! Celebrity cruise lines management needs a refresher course on how to retain their customers. I was not asking for the world, just simply what was owed to me and this particular manager instructed his poor customer service rep to deny my request even though i had proof that I was simply trying to get the refund that was owed to me. The only scammers here seem to be Celebrity Cruise lines. And please note, I will continue on every web site possible until I get my $30.....as I said, at this point it is a matter of principle! Shame on you Celebrity
This review is about celebrity cruise policies. We were supposed to sail on the celebrity silhouette on 2/23/23.
We traveled from New York to Florida 2days before and stayed in the home of our cousins in Margate Florida, they were going on the cruise with us. Unfortunately my cousin Louise felt sick the day before departure and tested positive for Covid, she got medical attention and retested at a medical facility. Of course now we are exposed to the virus. We decided not to go on the cruise since we did not want to put others at risk. Vacations to go advised us to request a refund from celebrity. We sent them all the information and the positive Covid results. The bottom line, my cousins are getting a full refund, but they are only offering us credit. Did they want us to take tbe cruise exposed to Covid? Very unfair! We flew home early of course and had to empty my whole JetBlue bank plus $$. They should have refunded us as well. We were penalized for doing the right thing
The most disorganized cruise. Every staff member gives a different messages. They have no communication with each others and no orientation. Very poor customer services and very pathetic. Judy from the reception told me to tag my bag with number 35 and leave it outside my room before 10.00 pm because I joined the ship late. This is anther story since their customer service took 45 minutes to answer phone calls and they have no responsibility as every agent refer me to anther one and they drop the phone calls. Finally I got to a helpful agent who arranged for me to get to the ship from Belize.
Coming back to the above issue. I was requested to meet the officer at fine steak at 6.45 am the day of the departure. She took us to immigration and then when I asked her about my bag she said I should collect it myself while she took us to immigration and I can not go back inside.
When I told her about the instructions that I was given by Judy. She said it is my MISTAKE because I have to ask multiple celebrity agents in the ships to find the right answer. She was saying that with full confidence. She has such aggressive blaming behaviour. I could not believe her behaviour. Her name is Joana from Scotland. She truly made me to believe her behaviour has element of racism.
Now I have to deal with this problem myself and I had booked all ready a transport through them. Now I will likely miss it to deal with this and go on my own.
Very disappointed, very disorganized , very conflicting messages and different answers from different staffs for the same questions and at the end they throw the balm on the customers.
The ship itself it very huge and has two swimming pool and they get very crowded.
Customer service is poor. Long waits, transferred to wrong agents by the phone system, had agents dump me back into the queue. Finally got an agent to ask for a rebooking to save $3,600 between our original booking and new Celebrity offers for the same cruise. The agent was over-talking me and would argue with me. The agent would not rebook and kept trying to tell me the new pricing was not available for me to have. Yet, on the Celebrity site I was looking at I could book the same package on the same cruise for $3,600 less. So, I asked him to please cancel the my cruise. He came back with a snide comment about my being to poor and having overbooked for my financial ability. I lost it!! Anyway, rebooked the same cruise at $3600 less for the same package and had to call back and cancel with another agent. After trying to resolve this issue for 3 days not at all happy with Celebrity. I just hope the cruise goes better.
I have not even gone on my cruise yet and the level of unprofessionalism has been horrendous. On top of not being able to get in touch with staff from Celebrity in advance of departure, they make it extremely difficult to work with them prior to leaving. For a group that operates within the"hospitality" umbrella and considers themselves "luxury" - they are a joke. DO NOT BOOK WITH THEM. They are a scam.
Can you believe this? I made a reservation with Celebrity Cruises on December 13, 2022 for a weekend cruise in January 2025 for $1,632.72. Today they told me the fare was increasing to $4,716.22, over a 288% increase!!!
When I spoke with them they referred me to clause 20 of their terms. So pretty much they can change prices whenever they want to.
BEWARE of booking with Celebrity Cruises.
20. SUPPLEMENT CHARGES:
Operator reserves the right to impose a supplemental charge relating to unanticipated occurrences including, but not
limited to, increases in the price of fuel. Any such supplement charges may apply, at Operator’s sole discretion, to
both existing and new bookings (regardless of whether such bookings have been paid in full). Such supplements are
not included in the Cruise or CruiseTour Fare.
I had a large cruise credit with Celebrity and still not Refunded
I had a large cruise credit with Celebrity on 5/12/22 i tried to use it to book a new cruise only to be told they had lost half the amount this was in the thousands as at the 5/2/23 this is still not sorted out the cruises was booked via cruise 118 they are in constant touch with Celebrity to try and resolve the matter with still part the cruise credit missing Celebrity you are a joke i also had a cruise credit with Princess cruises this was applied the moment i made the booking top service from Princess cruises DO CELEBRITY JUST MAKE IT DIFFICULT TO REFUND THE CREDIT YOU ARE DUE OR DO THEY HAVE NO INTENSIONS OF REFUNDING
They have cut food both quality and quantity.
Totally different than before.
Elevators mobbed.
Fight to get a table at lunch and breakfast.
More like Royal Carribean and Carnival.
I have just delt with a guest relations agent called Mario concerning an upcoming Celebrity cruise.
I found Mario to be totally professional,friendly and a joy to deal with
I highly commend him to Celebrity management.
Regards,
Kevin.
We have sailed with Celebrity Cruises 3 times in the past and had a wonderful customer experience. How things have changed over the past year for the worse.
I have had a terrible experience with a cruise we are due to sail in in less than 3 weeks.
We booked a fly cruise through planet with Celebrity to the Carribean. We were soon to be told there had been a system error and none of our luggage was booked into the flight.
We were told we would have to pay for the luggage at the airport and claim this back when we return ( this can take 3 months or more apparently 🤦♀️) or we could have the amount in onboard credits ( which we did not want as we may not spend that much extra on the ship.
Next they changed our outbound flight which was a direct flight to Miami to a connecting flight to Atlanta then Miami taking a 9 hour flight to a 16 hr flight and stopover … meaning we would miss our day in Miami and the plans we had made to meet friends as we would not get to our hotel until 20.30pm after a very long day. I asked Celebrity to source other direct flights for us ( I had previously checked with BA as our friends were on this flight to the cruise and Delta / American Airlines .. all had seats with direct flights … of course because it was now nearer to sail time the flights had gone up in price and Celebrity refused to change the flights to keep us the customer happy. I had booked a direct flight and feel that Celebrity should honour this .. they in turn blame the airlines. We go around in circles.
If that wasn’t enough we were told we would still have to pay for our luggage at the airport for the new flights ( which they had just booked for us🤦♀️) as again there had been a system error … can you believe it.
Lastly all our travel documents have not been updated on our guest booklet / itinerary with the new flight details or new vouchers issued for our transfers ( as we need new transfer / taxi times as we are much later to arrive in Miami. It’s a constant battle to get anything sorted.
No end of calls and emails have gone unanswered … Celebrity won’t communicate with us snd say we have to go through Planet Cruises our agent.
Appalling customer Service… it seems that by paying gif your luggage at the airport for them is another way of them taking money from you and keeping it for months. Looking at previous reviews people have struggled to get recompensed.
I have another cruise booked in June on Celebrity Beyond but I am seriously considering cancelling and forgoing my deposit as I have lost complete trust in Celebrity and the trucks they are playing.
Celebrity Cruise are a multi million pound company who are only interested in taking your money and not the Customer Experience. Shame on you Celebrity!
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